helpdesksoftware's posterous http://helpdesksoftware.posterous.com Most recent posts at helpdesksoftware's posterous posterous.com Sun, 23 Sep 2012 21:47:40 -0700 Zendesk Receives $60 Million in Funding, Plans European Expansion http://helpdesksoftware.posterous.com/zendesk-receives-60-million-in-funding-plans http://helpdesksoftware.posterous.com/zendesk-receives-60-million-in-funding-plans http://it-help-desk-software.blogspot.com/2012/09/zendesk-receives-60-million...

Zendesk has reportedly received $60 million in new funding. It is a busy time for the enterprise cloud services provider. They just launched a major revamp of the user interface for the customer support suite. There has also been talk about European expansion plans.


Redpoint Ventures led the latest round of funding that included several big names  like Goldman Sachs, Silicon Valley Bank, Index Ventures and GGV Capital, as well as the original investors, like Benchmark Capital, Matrix Partners and Charles River Ventures. The $60 million raised in this round of funding is the largest amount of money Zendesk has ever received. The company’s total funding is now at $86 million.

Read more @ http://siliconangle.com/blog/2012/09/14/zendesk-receives-60-million-in-funding-plans-european-expansion/

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Thu, 20 Sep 2012 08:24:13 -0700 LANDesk Recognized in New Magic Quadrant for IT Service Support Management Tools http://helpdesksoftware.posterous.com/landesk-recognized-in-new-magic-quadrant-for http://helpdesksoftware.posterous.com/landesk-recognized-in-new-magic-quadrant-for http://it-help-desk-software.blogspot.com/2012/09/landesk-recognized-in-new-m...

SALT LAKE CITY, Sept. 20, 2012 /PRNewswire/ -- LANDesk Software, a global leader in integrated systems lifecycle management, endpoint security, enterprise mobility, and IT service management, today announced that LANDesk Service Desk has been recognized in the new Magic Quadrant for IT Service Support Management (ITSSM) Tools, which Gartner considers to be an emerging market.


Gartner created the new IT Service Support Management report after retiring the IT Service Desk Magic Quadrant in 2011. The new ITSSM Magic Quadrant addresses what Gartner considers to be an emerging market for ITSSM tools, which include IT help desk, service desk and comprehensive ITSSM solutions. LANDesk Service Desk enables IT to deliver support services to employees and customers by combining ITIL®-verified, process-driven incident, problem, release, change and configuration management and more in a single touch point. Using LANDesk Service Desk, IT organizations can see benefits such as increased automation of processes, enhanced decision making through better reporting tools, faster incident logging, and reduced costs while still meeting required service levels and more.

"It's exciting to be recognized in this first-ever IT Service Support Management Tools Magic Quadrant, as our service desk products have enabled significant process and service improvements for our customers' IT departments," said Steve Workman, vice president  of product management for LANDesk. "As we see the organizations we serve look to IT to provide more business functionality beyond the scope of traditional IT, increased automated processes and comprehensive reporting features available with LANDesk Service Desk have helped to facilitate the shift towards a more productive IT department."

ITSSM tools such as those identified in the new Magic Quadrant leverage a business view of IT services, enabling the IT support organization to quickly resolve or escalate issues and problems, improve root cause isolation, and provide higher levels of business user satisfaction. Using this business view, IT support organizations manage incidents, problems and service requests throughout their life cycles at a more efficient and effective rate. ITSSM tools also enable organizations to automate the workflow of process frameworks (such as ITIL) specific to IT service support (such as incident, problem, change, release governance and request management).

About Gartner's Magic Quadrant

Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

About LANDesk Software 

LANDesk Software is a leading provider of systems lifecycle management, endpoint security, enterprise mobility and IT service management solutions for desktops, servers and mobile devices across the enterprise. LANDesk enables IT to deliver business value by gaining control of end-user computing with a single console, light infrastructure, and ITIL solutions that deliver significant ROI for thousands of customers worldwide. LANDesk is headquartered in Salt Lake City, Utah, with offices located in the Americas, Europe and Asia Pacific, and can be found at www.landesk.com.

Copyright © 2012, LANDesk Software, Inc. and its affiliates. All rights reserved. LANDesk and its logos are registered trademarks or trademarks of LANDesk Software, Inc. and its affiliates in the United States and/or other countries. Other brands and names may be claimed as the property of others.

Press contacts:Jason Deal                                                                          
Lois Paul and Partners
Tel: (512) 784-7103                                                         
Email: jason_deal@lpp.com

SOURCE LANDesk Software

PR Newswire (http://s.tt/1nU6g)

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Wed, 19 Sep 2012 05:48:49 -0700 SolarWinds Survey Indicates Growing Need for Time-Saving Patch Management Tools to Address Business-Critical Vulnerabilities http://helpdesksoftware.posterous.com/solarwinds-survey-indicates-growing-need-for http://helpdesksoftware.posterous.com/solarwinds-survey-indicates-growing-need-for http://it-help-desk-software.blogspot.com/2012/09/solarwinds-survey-indicates...

AUSTIN, TX--(Marketwire - Sep 19, 2012) - SolarWinds (SWI), a leading provider of powerful and affordable IT management software, today released the results of a survey on patch management, and introduced the latest version of SolarWinds Patch Manager, its automated patch management software solution.


The survey*, which compiles the responses of over 130 IT professionals, revealed that IT pros spend a substantial amount of time manually patching.

Read more @ http://news.investors.com/newsfeed-marketwire/091912-141370488-solarwinds-survey-indicates-growing-need-for-time-saving-patch-management-tools-to-address-business-critical-vulnerabilities.aspx

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Mon, 17 Sep 2012 06:54:22 -0700 Help Desk - a profit centre or a cost? http://helpdesksoftware.posterous.com/help-desk-a-profit-centre-or-a-cost http://helpdesksoftware.posterous.com/help-desk-a-profit-centre-or-a-cost http://it-help-desk-software.blogspot.com/2012/09/help-desk-profit-centre-or-...

Steve Potts focuses on a mission critical part of any managed services offering – the Help Desk
In the first article, the focus was on balancing the eight factors in building a recurring revenue IT support business model. In this fifth article in the series, we will focus on a mission critical part of any managed services offering – the Help Desk.

Here are some of the things you need to consider when transitioning from a traditional break fix model to becoming a successful managed service provider.

Read more @ http://www.channelpro.co.uk/advice/7283/help-desk-profit-centre-or-cost

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Mon, 17 Sep 2012 01:51:02 -0700 NCR, Kaseya Extend IT Services to POS http://helpdesksoftware.posterous.com/ncr-kaseya-extend-it-services-to-pos http://helpdesksoftware.posterous.com/ncr-kaseya-extend-it-services-to-pos http://it-help-desk-software.blogspot.com/2012/09/ncr-kaseya-extend-it-servic...

If you haven’t noticed, your local supermarket, department store and fast-food restaurant are using automated point-of-sale (POS) systems to complete purchases. These devices are getting more sophisticated and are able to handle most retail transactions without human intervention.
POS automation doesn’t mean they’re maintenance- or management-free. POS systems are connected to accounting, finance, inventory, logistics and operation’s administrative applications and platforms.

Software makes POS work, but it still requires an extensive amount of hardware, including touchscreen interfaces, scanners, microprinters and cash dispensers. Reaping the benefits of automation requires constant monitoring and maintenance.

Read more @ channelnomics.com/2012/09/11/ncr-kaseya-extend-services-pos/

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Mon, 17 Sep 2012 01:50:58 -0700 Zendesk Updates Its Customer Service Platform http://helpdesksoftware.posterous.com/zendesk-updates-its-customer-service-platform http://helpdesksoftware.posterous.com/zendesk-updates-its-customer-service-platform http://it-help-desk-software.blogspot.com/2012/09/zendesk-updates-its-custome...

Zendesk today announced the next generation of its cloud-based customer service platform, rebuilt from the ground up with a new interface and application framework, known as Zendesk Apps. It is also the largest deploy to date on Ember, an emerging JavaScript development framework for building Web applications.

 In addition, Zendesk today announced the completion of $60 million of new financing. The financing was led by Redpoint Ventures with participation by Index Ventures, GGV Capital, Goldman Sachs, Silicon Valley Bank and the company's existing venture capital investors, Charles River Ventures, Benchmark Capital and Matrix Partners.

Read more @ http://www.destinationcrm.com/Articles/CRM-News/Daily-News/Zendesk-Updates-Its-Customer-Service-Platform-84960.aspx

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Mon, 17 Sep 2012 01:50:57 -0700 Lepide Free Remote Desktop Admin released! http://helpdesksoftware.posterous.com/lepide-free-remote-desktop-admin-released http://helpdesksoftware.posterous.com/lepide-free-remote-desktop-admin-released http://it-help-desk-software.blogspot.com/2012/09/lepide-free-remote-desktop-...

Noida, India (PRWEB) September 17, 2012 

Lepide Remote Admin is a free tool that helps in Enterprise Desktop Administration by working as remote desktop control. It establishes a seamless connection with any remote computer in the network and offers an interface using which you can perform a host of activities such as starting and stopping Windows services, analyze Windows performance by accessing PerfMon, Analyze and manage Windows Event Log files, transferring files between machines and a whole lot of other activities. It bypasses the complex and limited features of Windows Remote Desktop connection by offering a faster, secure and feature-rich connection option.

Read more @ http://www.prweb.com/releases/2012/9/prweb9899739.htm

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Thu, 13 Sep 2012 23:47:10 -0700 SolarWinds and Network World Survey Finds Remote IT Access Aids Disaster Response Time and Business Continuity http://helpdesksoftware.posterous.com/solarwinds-and-network-world-survey-finds-rem http://helpdesksoftware.posterous.com/solarwinds-and-network-world-survey-finds-rem http://it-help-desk-software.blogspot.com/2012/09/solarwinds-and-network-worl...

For IT Pros Working Remotely From Their Systems or on a Mobile Device, SolarWinds' DameWare Remote Support and Mobile Admin Offer IT Pros Powerful, Easy-to-Use Support and Troubleshooting Solutions 

AUSTIN, TX--(Marketwire - Sep 13, 2012) - SolarWinds ( NYSE : SWI ), a leading provider of powerful and affordable IT management software, today released the results of a disaster preparedness and response survey conducted in partnership with Network World, and introduced the latest version of DameWare Remote Support, formerly DameWare NT Utilities. 

The survey revealed that 76 percent of respondents' organizations have a disaster preparedness and response plan for their business or IT department. An aspect of most plans includes remote access for employees to ensure business continuity. In addition, 48 percent of respondents have implemented remote management software to ensure that IT problems can be solved regardless of location.

Remote IT management solutions like DameWare Remote Support, which allows the ability to access systems with remote tech support if IT pros have to evacuate an area during a disaster, or SolarWinds Mobile Admin, a mobile IT administration tool that enables business continuity by allowing IT pros to monitor, troubleshoot and triage IT technologies from a mobile device, provide a comprehensive remote IT management solution to aid IT pros during destructive events. 

Products that allow remote access to IT departments and applications can be an integral component in a comprehensive backup plan by ensuring secure connections during disasters or emergencies.

Survey Highlights:

  • Disaster preparedness and response plans: Almost half (44 percent) of respondents update plans each year; 57 percent of respondents that reported not having a plan, will create one in the next 12 months
  • Natural disaster business implications: 27 percent have not been able to go into the office because of a disaster and over 30 percent of those respondents missed a week or more of work
  • Data center recovery: When asked how confident their organization was that they could recover their data center in a reasonable amount of time, 30 percent reported they are "not at all confident"
  • Most common disasters: When asked about what disasters have kept them out of the office, 31 percent cited hurricanes while 28 percent cited floods
"In times of natural disasters and in maintaining year-round business continuity, remote IT management solutions can maximize flexibility and efficiency for IT organizations," said Denny LeCompte, VP of product management, SolarWinds. "With DameWare Remote Support and SolarWinds Mobile Admin, IT pros have two, robust and easy-to-use solutions for taking on both remote desktop support and mobile IT administration."

What's new in DameWare Remote Support, formerly DameWare NT Utilities:

DameWare Remote Support lets IT pros support remotely troubleshoot and resolve IT issues. Using remote support software, IT pros can remotely administer Windows computers without having to interrupt end-users. DameWare Remote Support also includes the ability to remotely control computers so IT Pros and end-user can collaboratively troubleshoot problems.

The latest version of DameWare Remote Support adds the ability to remotely control Mac and Linux machines in addition to Windows. This release of DameWare Remote Support also adds support for Intel vPro allowing IT Pros to remotely troubleshoot problems when a server crashes or is powered off.

Pricing and Availability

Pricing and Availability for DameWare Remote Support starts at $349 and pricing for DameWare Mini Remote Control starts at $99 and both include the first year of maintenance. For more information, including a downloadable, free 14-day evaluation trial, visit the DameWare website or call 855.270.1449.

Pricing for SolarWinds Mobile Admin software starts at $695 and includes the first year of maintenance. For more information, including a downloadable, free 14-day evaluation trial, visit the SolarWinds website or call 866.530.8100.

*The SolarWinds and Network World survey was conducted on July 2 through August 24, 2012 via an online survey service, resulting in 185 completed surveys. SolarWinds awarded five (5) survey participants a $50.00 Amazon® gift card with the approximate retail value of $50.00 USD in a random drawing of all entries received.

Related Links:

About SolarWinds

SolarWinds ( NYSE : SWI ) provides powerful and affordable IT management software to customers worldwide from Fortune 500 enterprises to small businesses. In all of our market areas, our approach is consistent. We focus exclusively on IT Pros and strive to eliminate the complexity that they have been forced to accept from traditional enterprise software vendors. SolarWinds delivers on this commitment with unexpected simplicity through products that are easy to find, buy, use and maintain while providing the power to address any IT management problem on any scale. Our solutions are rooted in our deep connection to our user base, which interacts in our online community, thwack, to solve problems, share technology and best practices, and directly participate in our product development process. Learn more today at http://www.solarwinds.com.

SolarWinds, SolarWinds.com and thwack are registered trademarks of SolarWinds. All other company and product names mentioned are used only for identification purposes and may be trademarks or registered trademarks of their respective companies.

Contact:

MEDIA CONTACTS:
Grace Pai-Leonard
Text100
Phone: 212.871.5194
grace.pai@text100.com

Tiffany Nels
SolarWinds
Phone: 512.682.9545
pr@solarwinds.com

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Thu, 13 Sep 2012 23:47:09 -0700 VMworld 2012 in Review with SolarWinds and Eric Siebert http://helpdesksoftware.posterous.com/vmworld-2012-in-review-with-solarwinds-and-er http://helpdesksoftware.posterous.com/vmworld-2012-in-review-with-solarwinds-and-er http://it-help-desk-software.blogspot.com/2012/09/vmworld-2012-in-review-with...

Did you miss VMworld 2012 but still want to stay in the know? Or you just can’t get enough of it? You surely weren’t able to see and attend everything even if you attended the show.

SolarWinds invites you to attend a full review of the hot topics, best sessions, and top events by VMware vExpert and blogger Eric Siebert and SolarWinds virtualization expert Robbie Wright. In this webinar, they will cover the latest VMware news, trends from Cloud to SSD to VDI and much more, and reflect on what they mean for the year to come while answering the burning questions you did not get a chance to ask.

Read more @ http://vmblog.com/archive/2012/09/10/vmworld-2012-in-review-with-solarwinds-and-eric-siebert.aspx

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Thu, 13 Sep 2012 23:47:09 -0700 What Are The Various Features of Help Desk Software http://helpdesksoftware.posterous.com/what-are-the-various-features-of-help-desk-so http://helpdesksoftware.posterous.com/what-are-the-various-features-of-help-desk-so http://it-help-desk-software.blogspot.com/2012/09/what-are-various-features-o...

Help desk software usually provides a lot of features to its users. These features are integrated and fully functioning. They are designed to automate, simplify and accelerate technical support and internal help desk in your whole organization. In this article, we will explain some general features of Help desk software and explain how they provide benefits to your organization.

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Thu, 13 Sep 2012 23:47:04 -0700 Over 90% of SMEs Believe in the Power of Social Media, But… http://helpdesksoftware.posterous.com/over-90-of-smes-believe-in-the-power-of-socia http://helpdesksoftware.posterous.com/over-90-of-smes-believe-in-the-power-of-socia http://it-help-desk-software.blogspot.com/2012/09/over-90-of-smes-believe-in-...

Lack of confidence and the perception that social media/social commerce is time consuming holds SMEs back


Groupon today revealed the findings of a survey conducted across 360 SMEs, to gather their views on social media. Questions ranged from how often businesses used social media, to what the main reasons were for companies not using it as much as they feel they should be.

The results showed that under half (42%) are using social media, despite the fact nine out of ten (90%) believed that the power of such networks have the potential to increase business growth.

Read more @ http://crmhelpdesksoftware.com/over-90-of-smes-believe-in-the-power-of-social-media-but/

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Mon, 10 Sep 2012 05:17:21 -0700 Spiceworks social network for IT pros launches tablet app http://helpdesksoftware.posterous.com/spiceworks-social-network-for-it-pros-launche http://helpdesksoftware.posterous.com/spiceworks-social-network-for-it-pros-launche http://it-help-desk-software.blogspot.com/2012/09/spiceworks-social-network-f...

Spiceworks, the social business platform for IT professionals, has launched a new HD mobile application for Apple iPad and Google Android-based tablet devices.

The company said the application is designed to cater to an increasingly diverse workforce, allowing Spiceworks' 2 million customers to access its network management, monitoring and help desk tools using a wide range of portable devices.

The new Spiceworks application enables IT professionals to manage help desk tickets, view the status of their servers and applications, monitor and provision networked technology devices and discuss topics within the Spiceworks community directly from their tablet devices.

Read more @ http://news.techworld.com/applications/3380207/spiceworks-social-network-for-it-pros-launches-tablet-app/

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Mon, 10 Sep 2012 05:17:20 -0700 Kaseya Improves IT Administration and Management for Retailers Allowing End-Users to Focus on Value Added Activities Devlyx to Remotely Monitor and Manage IT Systems of Retail End-Users http://helpdesksoftware.posterous.com/kaseya-improves-it-administration-and-managem http://helpdesksoftware.posterous.com/kaseya-improves-it-administration-and-managem http://it-help-desk-software.blogspot.com/2012/09/kaseya-improves-it-administ...

LAUSANNE, SWITZERLAND -- (Marketwire) -- 09/10/12 -- Kaseya®, today has announced that Devlyx, the leading software provider of retail technology solutions, is using Kaseya's IT management platform to manage more than 7,000 point-of-sale systems. With Kaseya's highly integrated approach to IT systems management, Devlyx can offer its customers improved IT service and ensure that end users have constant access to functional point-of-sale terminals.

Previously, Devlyx had struggled with performance issues with the checkout process that had a direct negative impact on customer satisfaction, and ultimately on retailers' bottom lines. Devlyx selected Kaseya's retail solution in order to efficiently and remotely manage the IT and communication infrastructures of its retail end-users, as well as oversee a wide range of necessary IT administrative tasks. Devlyx uses Kaseya's audit and inventory, remote access, patch management, monitoring, software deployment and reporting modules to carry out a wide range of tasks, from updating security, to implementing upgrades and patches, or installing new software versions across all active retail devices.

With the retailers' dependence on rapidly growing technology, Devlyx was not able to successfully manage retailers' IT infrastructures using its reactive approach and tools. Since implementing Kaseya's solutions, Devlyx no longer has to wait for customers to call technical support when they have IT difficulties. By proactively undertaking management on every single device on a consistent basis, the vast majority of ad-hoc support calls are now avoided.

"Our customers are retailers, not IT specialists," said Claude Esquirol, technical director at Devlyx. "Their job is to sell, and our job is to guarantee that the technology they use and their point-of-sale terminals are performing exactly as they should. By using Kaseya's solutions, we're able to monitor in real time to see if there are any incidents or risks that might limit our customers' selling capabilities. This has resulted in us offering improved service. Kaseya also allows our team to efficiently manage the IT equipment of our customers without hindering their day-to-day retail activities."

Devlyx brought in Kaseya two years ago, and the two companies are continuing to collaborate to customize the retail version of the software in order to further improve service to the retailer end-users.

"By working with Kaseya to remotely manage the IT setup of its customers and automate tasks, Devlyx has enabled retailers to focus on value-added activities rather than getting bogged down with IT administration," said Koby Amedume, EMEA marketing director at Kaseya. "It's exciting to be working with Devlyx to tailor solutions to meet the changing IT requirements of retailers of all sizes."

About Devlyx:

Devlyx is a leading software provider for sales, collection and management in the retail sector. Its 6,500 customers are mostly made up of news agents and bookshops, as well as a number of customers who focus on mass distribution. Devlyx has around thirty employees based at its headquarters in the south of France, and the company works with retail customers all over the country. www.devlyx.com : www.devlyx.com/


Interact with Kaseya on the Blog, Twitter, Facebook, LinkedIn and YouTube.
Blog ( http://blog.kaseya.com : blog.kaseya.com/ )
Twitter ( http://twitter.com/KaseyaCorp : twitter.com/KaseyaCorp )
Facebook ( http://www.facebook.com/KaseyaFan : www.facebook.com/KaseyaFan )
LinkedIn ( http://www.linkedin.com/company/kaseya : www.linkedin.com/company/kaseya )
YouTube ( http://www.youtube.com/user/kaseyacorp : www.youtube.com/user/kaseyacorp )

About Kaseya

Kaseya is the leading global provider of IT Systems Management software. Kaseya solutions empower everyone -- from individual consumers to large corporations and IT service providers -- to proactively manage and control IT assets remotely, easily and efficiently from one integrated Web-based platform. Kaseya solutions are trusted by IT service providers, and in a wide variety of industries, including: banking, consumer packaged goods, education, financial services, government, healthcare, military, real estate, retail and transportation. The company is privately held with over 32 offices in 20 countries. To learn more, please visit http://www.kaseya.com : www.kaseya.com/

Kaseya; the Kaseya k-bug logo; are among the trademarks or registered trademarks owned by or licensed to Kaseya International Limited and/or its affiliates. Other trademarks are the property of their respective owners.

Embedded Video Available : www2.marketwire.com/mw/release_html_b1?release_id=928228

Embedded Video Available: www2.marketwire.com/mw/frame_mw?attachid=2087212 : www2.marketwire.com/mw/frame_mw?attachid=2087212


Media Contacts:
Heather C. Lowles
(415) 694-5718
Email Contact : www2.marketwire.com/mw/emailprcntct?id=45A9C1366A84E12B

The Kaseya Team
Johnson King
+44 (0) 20 7401 7968
Email Contact : www2.marketwire.com/mw/emailprcntct?id=B21B0ED02C09F36F
 

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Sun, 09 Sep 2012 22:17:06 -0700 Some Benefits of Integrating Helpdesk Software at Website http://helpdesksoftware.posterous.com/some-benefits-of-integrating-helpdesk-softwar http://helpdesksoftware.posterous.com/some-benefits-of-integrating-helpdesk-softwar http://it-help-desk-software.blogspot.com/2012/09/some-benefits-of-integratin...

Having a good help desk software(iKode Helpdesk X) package is also good management practice for the feedback it provides into areas where there is scope for improvement.

Regular problems can be dealt with by a knowledge base. Improved efficiency and information sharing, for your customer service representatives.


100% web base helpdesk enhances the communication between your company and your customers all over the world.

Easy language translation. (English, German, Bulgarian, French, Hungary, Portuguese, Greek and Chinese included.)

Read more @ http://www.werockyourweb.com/forums/some-benefits-of-integrating-helpdesk-software-at-website

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Sat, 08 Sep 2012 00:05:07 -0700 Help Desk Software and Its Advantages http://helpdesksoftware.posterous.com/help-desk-software-and-its-advantages http://helpdesksoftware.posterous.com/help-desk-software-and-its-advantages http://it-help-desk-software.blogspot.com/2012/09/help-desk-software-and-its-...

Help Desk Software has now become one of the most popular software among companies in all over the world. This software is extensively used by small or big organizations because of its beneficial features. Ability to control or access one’s PC from anywhere of the world via the Internet is the most useful tool. The accessibility and flexibility features provided by this software have become even promising with the affordability and performance of high speed internet nowadays.

Read more @ http://charlymilsont.tumblr.com/post/30601534544/help-desk-software-and-its-advantages

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Sat, 08 Sep 2012 00:05:06 -0700 No Need to Look any Further, Mid-Market Service Desk Software Will Have it All http://helpdesksoftware.posterous.com/no-need-to-look-any-further-mid-market-servic http://helpdesksoftware.posterous.com/no-need-to-look-any-further-mid-market-servic http://it-help-desk-software.blogspot.com/2012/09/no-need-to-look-any-further...

Appetite for all-in-one mid-market solutions will increase as organizations begin to adopt formalized IT Service Management (ITSM) practices, according to Info-Tech Research Group. A Mid-Market Service Desk Vendor Landscape report, published by Info-Tech Research Group, ranked Hornbill as the Champion while the market races to include a variety of embedded features, eliminating the need for other programs.


“The advantage of the service desk industry in the mid-market is that these programs include features like built-in Remote Desktop and Asset Discovery tools that are adequate for the complexity of mid-sized organizations,” said Mandi Fink, Research Analyst for Info-Tech Research Group. “Inclusion of these features suggests the market is moving towards seamlessly integrated systems that can serve the needs of smaller organizations, which in our eyes, is an improvement.”

Read more @ http://www.prweb.com/releases/prweb2012/8/prweb9838775.htm

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Sat, 08 Sep 2012 00:05:00 -0700 Carilion Clinic Achieves 100 Percent Server Monitoring Coverage With SolarWinds Server and Application Management Software http://helpdesksoftware.posterous.com/carilion-clinic-achieves-100-percent-server-m http://helpdesksoftware.posterous.com/carilion-clinic-achieves-100-percent-server-m http://it-help-desk-software.blogspot.com/2012/09/carilion-clinic-achieves-10...

AUSTIN, TX–(Marketwire – Sep 5, 2012) – SolarWinds (NYSE: SWI), a leading provider of powerful and affordable IT management software, announced today that Carilion Clinic, a non-profit healthcare organization serving nearly one million people throughout Virginia, has achieved complete server coverage and efficiency using SolarWinds Server & Application Monitor (SAM) software. The full case study is available on the SolarWinds website.


The Carilion Clinic had previously used Microsoft System Center Operations Manager (SCOM) to manage their X-86 server environment, but was never able to achieve complete monitoring coverage for their entire server infrastructure — even with the assistance of Microsoft Professional consulting services. Carilion Clinic found that the SCOM agents often failed and clouded critical information in the Windows event log.

“In the past we used products from NetIQ, Tivoli, Microsoft SCOM, and even an in-house solution,” said Jed Krisch, manager of technical services at the Carilion Clinic. “With SCOM, our most recent choice, something that should be simple, like alerting us when a server is down or a disk is full, was buried or lost because the product wasn’t communicating with all of the servers, agents were down, or notification had failed. Managing the system was taking more time than managing the servers.”
According to Krisch, that was just the beginning. SolarWinds SAM also uses four times less hardware than SCOM and costs less in terms of software and hardware. Carilion Clinic downloaded SolarWinds’ free trial of SAM and 48 hours later made the decision to replace SCOM. Within days, Krisch achieved 100 percent coverage of Carilion Clinic’s server environment, and then went on to install application templates to monitor applications like Microsoft Exchange and Active Directory, Blackberry Enterprise, and Citrix.

“It was easy and intuitive to build customized application monitors,” Krisch said. “This would take days to set up with SCOM. It took a few clicks to set up with SolarWinds. We were spending way too much time managing the management system. Now we spend time performing deployments, upgrades, and the things we need to do and are held accountable for doing. Through these products, I truly can sleep at night because I know 100 percent of our assets are covered, and if there is a problem, I am confident the tool will let me know about it.”

Immediately after installing SolarWinds SAM, Carilion Clinic was able to achieve hardware monitoring for their HP servers, which they were previously doing with HP Systems Insight Manager, from a single pane of glass.

“SAM truly has changed how we work, how we respond to problems, and how we discover problems,” Krisch said. “No management tool has been able to allow us to manage our environment this quickly or this efficiently. I can’t stress enough how agentlessness monitoring has been a factor to that.”

What’s new in SolarWinds Server & Application Monitor (SAM):

SolarWinds SAM delivers agentless performance and availability monitoring, alerting, and reporting for hundreds of applications and hardware types. The latest version of SolarWinds SAM available later this month will offer enhancements including: Microsoft Hyper-V in Windows Server 2012 and 2008 native support, additional monitoring support for hardware such as IBM MegaRAID, improved user functionality like application template editing and charting, plus a handful of other IT practitioner requests.

Related:

Video testimonial: Server & Application Monitor (SAM) Allows Carilion to be Proactive
Whiteboard blog: Top 5 Reasons Why Sysadmins Should Find SolarWinds® Server & Application Monitor a Refreshing Alternative to Microsoft® SCOM

About SolarWinds

SolarWinds (NYSE: SWI) provides powerful and affordable IT management software to customers worldwide from Fortune 500 enterprises to small businesses. In all of our market areas, our approach is consistent. We focus exclusively on IT Pros and strive to eliminate the complexity that they have been forced to accept from traditional enterprise software vendors. SolarWinds delivers on this commitment with unexpected simplicity through products that are easy to find, buy, use and maintain while providing the power to address any IT management problem on any scale. Our solutions are rooted in our deep connection to our user base, which interacts in our online community, thwack, to solve problems, share technology and best practices, and directly participate in our product development process. Learn more today at http://www.solarwinds.com/.

SolarWinds, SolarWinds.com and thwack are registered trademarks of SolarWinds. All other company and product names mentioned are used only for identification purposes and may be trademarks or registered trademarks of their respective companies.

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Mon, 03 Sep 2012 03:44:51 -0700 Quest Software Launches Toad Business Intelligence Suite http://helpdesksoftware.posterous.com/quest-software-launches-toad-business-intelli http://helpdesksoftware.posterous.com/quest-software-launches-toad-business-intelli http://it-help-desk-software.blogspot.com/2012/09/quest-software-launches-toa...

To say that most of the processes surrounding business intelligence are a little dysfunctional would be putting it mildly in most organizations. Not only are there multiple data sources that are often in conflict with each other, it’s not often clear who has responsibility for managing the BI process. Fact is, there’s usually an analyst on the business side and somebody in IT who would say they were both in charge of BI.

Stepping into the middle of this chaos is Quest Software, which today launched the Toad Business Intelligence Suite, which delivers a BI application on top of the Toad data integration tools that Quest acquired back in 1998.

Quest itself is now the subject of a pending acquisition by Dell. But before that deal closes, Quest is expanding its Toad franchises into the BI space. According to John Whittaker, senior manager for product marketing at Quest Software, the Quest approach to BI creates a level of metadata that not only makes it easier to manage the data sources involved, but also clearly defines roles for the people who provision BI data and the business experts who use it. As such, the Toad BI suite is built around three distinct modules: a metadata management framework called Toad Intelligence Central; a data integration and query management tool called Toad Data Point; and a set of tools for viewing and manipulating data called Toad Decision Point.

Read more @ http://www.itbusinessedge.com/blogs/it-unmasked/quest-software-launches-toad-business-intelligence-suite.html

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Mon, 03 Sep 2012 03:28:43 -0700 LANDesk survey reveals just 20% of IT service desks can adequately manage all mobile devices used by employees for work http://helpdesksoftware.posterous.com/landesk-survey-reveals-just-20-of-it-service http://helpdesksoftware.posterous.com/landesk-survey-reveals-just-20-of-it-service http://it-help-desk-software.blogspot.com/2012/09/landesk-survey-reveals-just...

LONDON - September 3, 2012 - New research by LANDesk Software reveals that while employee use of smart mobile devices such as smartphones and tablets for work is widespread, only half of IT service desk managers can manage the use of company owned devices, and this falls to around 20% when personal devices are considered.

The research, which surveyed 200 IT professionals in the UK between May and July 2012, found that 80% of companies issue smart devices to employees and 60% are aware that personal devices access the company network.


When it comes to ability to manage such devices, 47% are able to tell what company-owned devices connect to their network and a similar number have a strategy or policy governing their use. When personal devices are also considered the ability to see them on the network remains relatively high at 43% but only 23% have a strategy or policy governing their use.

Read more @ http://www.realwire.com/releases/LANDesk-survey-reveals-just-20-of-IT-service-desks-can-adequately-manage-all-mobile-devices-used-by-employees-for-work

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Mon, 03 Sep 2012 03:28:37 -0700 Zendesk Launches New Mobile Customer Portal Enabling Businesses to Offer Improved Self-Support Anytime, Anywhere for their Customers http://helpdesksoftware.posterous.com/zendesk-launches-new-mobile-customer-portal-e http://helpdesksoftware.posterous.com/zendesk-launches-new-mobile-customer-portal-e http://it-help-desk-software.blogspot.com/2012/09/zendesk-launches-new-mobile...

SAN FRANCISCO, Aug. 28, 2012 /PRNewswire/ -- Zendesk, the proven cloud-based customer service software provider, today unveiled the new mobile customer portal, offering faster, enhanced access to an organization's help center across any mobile device, including iPhone, Android, BlackBerry, and Windows Phone.


With more than 87% of the world's population using mobile devices, a major shift in how people are logging onto the Internet is underway. The majority of adults are using smartphones more than any other devices to access the web. Responding to this trend, Zendesk's new mobile customer portal has, overnight, enabled its more than 20,000 customers to extend their current web-based help centers to the mobile web.

Read more @ http://finance.yahoo.com/news/zendesk-launches-mobile-customer-portal-160200566.html

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